OUR STORY

JANUARY 2012

UPMC Matilda Theiss Health Center

UPMC hospital-based clinic Only federally qualified health center within UPMC

Serving a total of 1600 patients ~30% are uninsured ~60% are Medicare/Medicaid

Offering full primary care services Disease state management Health education OB/GYN services Social, counseling, and health promotion services Medication dispensing through on-site dispensary Clinical pharmacy services

Who We Are

MTH C

Our Team

UPMC MTHC

Physicians, medical residents, social workers, pharmacists, nurses, administrators and front desk staff all work together as a team to

improve our patients’ health

The Changing Landscape of Medicine

In 2000 the WHO(World Health Organization) outlined changes that would transition medical care systems from pay for performance models to quality of care models

The medical community in the United States responded by taking measures to advance idea the healthcare outcomes should measured in terms of quality and not quantity

In 2007, response to the new WHO standards of care we began researching the new model of medicine

Becoming a Patient Centered Medical

The Medical Home Model Utilizes 8 change concepts which have been identified as drivers of quality care. These concepts are the building blocks of the medical home model, but they can hard to visualize and even harder to implement. To assist our team with understanding and implementing each change concept, we enlisted the help of the Pittsburgh Regional Health Initiative. The change concepts are as follows:

Engaged Leadership Enhanced Access Patient centered Interactions Care Coordination Organized, evidenced based care Empanelment Quality Improvement Strategy Continuous Team Based Healing Relationships

Enhanced Access

In 2008 we surveyed are patients prior to initiating the Medical Home model at our Health Center

Access to care was identified by our patients as the number one problem with healthcare at our facility

In January of 2009 we began a modified open access scheduling system to meet the access need of our patients

~ Instead of appointments booked as far out as 90 days, appointments are booked in within 48 hours, and follow ups no longer than two weeks out.

Empanelment

Not long after beginning Open access Scheduling, we discovered that Empaneling all our patient to one physician only would be key to moving forward with medical home

Empanelment provided us with ability to form teams(Continuous Team Based Healing) around a physician's panel and it is a driver of (Care Coordination).

Engaged Leadership

Patient care teams at Matilda Theiss consist of:Doctor/providerNurse/Medical AssistantFront Office clerkPharmacist/pharmacist residentSocial Worker/social work intern or fellow

Patient Centered Interaction

Patient

Evidenced Based care and Quality Improvement

Quality of care can be hard to measure, but not impossible. Internal quality measurements were put in place to help us collect data on how well we were doingWe used data collection tools such as:~PDSA cycles~Patient satisfaction surveys~Process Flow Charts~Fish Bone Diagrams~Toyota quality measures

NCQA Certification

In June of 2013, after one year of planning and four years of transforming, Matilda Theiss Health Center received level 3 Medical Home Certification

What We’ve Accomplished

Established leadership commitment Culture of quality and safety Partnership with the University of Pittsburgh School of Pharmacy

Developed an integrated multi-professional care team Physicians, medical residents, nurses, social workers, and

pharmacistsEstablished full time on-site clinical pharmacy services

Provided by pharmacy residentsEstablished patient-centered Medical Home

Consistently engaging patients and families Consistently providing culturally appropriate care

What We’re Tracking

Diabetes Control # of patients whose A1c is ≤ 9%

Monthly patient reviews in EPICCare

LDL Control # of patients whose LDL is ≤ 100 mg/dL

Monthly patient reviews in EPICCare

Blood Pressure Control # of patients whose blood pressure is ≤ 130/80

Monthly patient reviews in EPICCare

Patient Safety # of patients receiving CPS in previous month

Clinical Pharmacist Encounters Spreadsheet # of adverse drug events potential, actual, prevented

ADE and Clinical Pharmacy Services Tracking Form

What We’re Working On

Integrated care delivery and patient-centered care Received Level 3 NCQA Medical Home Accreditation in June 2013

Patient engagement Monthly diabetes group Monthly calls to all PoF patients

Diabetes, LDL, and blood pressure control Implementing Diabetes Report Card and Goal Setting Worksheet

Patient safety Completion of Clinical Pharmacist Encounters Spreadsheet and ADE

and Clinical Pharmacy Services Tracking Form for each patient encounter

Sustainability Maintenance of current CPS and expansion of services